HE Saeed Mohammed Al Tayer, MD & CEO of Dubai Electricity and Water Authority (DEWA), unveiled a game-changing initiative as he inaugurated DEWA’s new Future Customer Happiness Centre at the Persia Court in Ibn Battuta Mall. This cutting-edge Centre, equipped with state-of-the-art digital infrastructure, is in line with Dubai’s ambitious vision of becoming a frontrunner in the global digital landscape. The grand opening ceremony was graced by the presence of senior DEWA officials, showcasing the importance and significance of this milestone.
The Future Customer Happiness Centre boasts a plethora of advanced digital services and facilities, setting a new benchmark in customer service excellence. Customers can now interact with video chat screens, utilize private cabins for personalized consultations, and engage with DEWA’s virtual employee “Rammas,” powered by cutting-edge AI and ChatGPT technology. The Centre also offers convenient payment options through CDM and Etisalat machines, as well as access to DEWA’s smart app and diverse chat channels, including specialized services for individuals with hearing impairments. Moreover, the addition of the 04 Platform for customer feedback and a dedicated Customer Happiness Lounge demonstrate DEWA’s unwavering commitment to enhancing the overall customer experience.
During the inauguration ceremony, Al Tayer underscored DEWA’s relentless dedication to Dubai’s digital transformation journey, emphasizing the impressive smart adoption rate of DEWA’s services. Furthermore, DEWA’s outstanding performance was reflected in its impressive scores on the Instant Happiness Index and the prestigious International Digital Customer Experience Standard (IDCXS) certificate assessment, reinforcing the organization’s commitment to excellence and innovation.
In adherence to the Dubai Universal Design Code, the Future Customer Happiness Centre ensures seamless accessibility for People of Determination, aligning with Dubai’s overarching goal of promoting inclusivity and diversity. Formerly housed in the China Court, the Centre now operates in accordance with the mall’s operating hours, offering customers a myriad of communication channels, including a user-friendly website, a sophisticated smart app, and a dedicated Customer Care Centre, all aimed at elevating the overall customer satisfaction and experience.
As DEWA continues to push the boundaries of innovation and customer-centric service delivery, the opening of the Future Customer Happiness Centre stands as a pivotal moment in the organization’s journey towards excellence. This cutting-edge facility embodies DEWA’s commitment to leveraging advanced technologies to enhance customer satisfaction, ultimately contributing to Dubai’s overarching vision of becoming a global digital leader.
By focusing on the latest technology, DEWA’s Future Customer Happiness Centre aims to enhance customer satisfaction, streamline service delivery, and elevate the overall customer experience. As Dubai continues its journey towards digital transformation, initiatives like the Future Customer Happiness Centre play a crucial role in ensuring that the city remains at the forefront of technological innovation and customer service excellence.
